CRM Tools Enhancing IT Operations

Authors: Vandana Kumari

DOI: https://doi.org/10.5281/zenodo.14631634

Short DOI: https://doi.org/g8zdt3

Country: United States

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Abstract: CRM (Customer Relationship Management) tools have been used by the IT industry since 1990’s to make processes easier, to improve customer service, and strengthen relationships by providing a single platform to monitor, support, and communicate within or outside an organization. CRM tools help manage customer requests, track service delivery, monitor service level agreements (SLA’s) and use resources more effectively. By connecting CRM tools with other business functions, companies can work more efficiently, build customer loyalty, and grow their business.

Keywords: CRM tools, IT industry, Customer service, Process improvement, Service Delivery, SLA’s, IT Service Management (ITSM)

Paper Id: 232012

Published On: 2019-03-06

Published In: Volume 7, Issue 2, March-April 2019

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